餐饮SOP服务篇.docx
《餐饮SOP服务篇.docx》由会员分享,可在线阅读,更多相关《餐饮SOP服务篇.docx(45页珍藏版)》请在冰豆网上搜索。
![餐饮SOP服务篇.docx](https://file1.bdocx.com/fileroot1/2022-12/15/639e58e8-7e83-4479-bef0-f4bb61ebc5ab/639e58e8-7e83-4479-bef0-f4bb61ebc5ab1.gif)
餐饮SOP服务篇
StandardOperationProcedureManualForGESite
SOP
-Service
Authoredby:
RubyHuang
Date:
2009.6.1
Reviewedby:
ElaineChen
#:
1
SOP
-服务篇
STANDARDOPERATIONSPROCEDURESTABLEOFCONTENTS
SERVICEPROCEDURES
1.ADENCATERINGSERVICESTOGE
通用现场不同类型的配餐服
3
2.CONCEPTOFOPERATION
营运模式
4
3.SERVICEAREAOPENINGPROCEDURESFORSTAFF&SUPERVISOR员工及主管服务区开始程序
17
4.STANDARDSERVICEFORWESTERNMENU
西餐服务标准
20
5.RECHARGINGINSTRUCTIONOFDININGCARD
GE员工用餐卡充值指导
22
6.CUSTOMERSATISFACTIONSURVEYPROCEDURE
满意度调查程序
23
7.HANDLINGCUSTOMERCOMPLAINTS
投诉处理
7.1CUSTOMERCOMPLAINTANDCOMPLAINTHANDLEINGPROCEDURE客户投诉及投诉处理流程
24
7.2HANDLINGCUSTOMERCOMPLAINTSPROCEDURES
常规处理客户投诉方法
27
7.3HANDLINGOBJECTIONSINSERVICE
服务中的客户异议处理
29
ADENCATERINGSERVICESTOGE通用现场不同类型的配餐服务
SERVICE
SCOPEOFSERVICE
TIMINGS
ESTIMATEDNUMBEROFCUSTOMERS
BREAKFASTSERVICE
NOODLES/CONGEE稀饭/面条
WESTERNSETMENU西式早餐
BEVERAGE饮料
7:
00to9:
30AM
7:
00to9:
30AM
7:
00to9:
30AM
LUNCH
NOODLES/CONGEE稀饭/面条
WESTERNSETMENU西式餐
CHINESESETMENU中式餐
PIZZA&PASTAMENU批萨意面
CHINESEALACARTEMENU
中式ALACARTE菜单
FRUIT,YOGURT&DESSERTMENU水果,酸奶及甜点
BEVERAGE饮料
11:
00to13:
30PM
11:
00to13:
30PM
11:
00to13:
30PM
11:
00to13:
30PM
11:
00to14:
00PM
11:
00to14:
00PM
11:
00to14:
00PM
DINNER
NOODLES/CONGEE面条、水饺
CHINESEALACARTEMENU零点
FRUIT,YOGURT水果、酸奶
BEVERAGESTATION饮料
17:
00to19:
00PM
17:
00to19:
30PM
17:
00to19:
30PM
17:
00to19:
30PM
(**UPDATEDASNEEDEDBYTHESITEMANAGEMENTTEAM)
CONCEPTOFOPERATION营运模式
SERVICESTATIONS服务区域
FIRSTLEVEL第一层
STATIONNAME
服务线名称
NOODLES/CONGEESTATION
面条/稀饭供应台
TIMINGS
时间
BREAKFAST早餐
7:
00to9:
30AM
LUNCH午餐
11:
00to13:
30PM
DINNER晚餐
17:
00to19:
30PM
DRAWING
绘图
LISTofEQUIPMENT设备清单
CODE
编号
EQUIPMENT
设备
SPECS
规格
QTY
数量
2.01
CounterNoodle台面
Nospecifiedspecs
1
2.02
GlassShelfSneezeGuard玻璃口水罩
1500x450x520mmH
CustomMade
(w/HeatLamps–2.09)
3
2.04
Drop-inHotFoodUnit,4wells
嵌入式四格保温槽
Localmadewithwaterrefiller
1
2.05
HeatedDisplayShelf
嵌入式保温展示架
GRSBF-48-S
HATCOBrand
2
2.06
Reach-In-Refrigerator2section
双门冰箱
1220x750x1945mm
Localmade
selfcontained
2
2.07
ExhaustVentilator
不锈钢脱排油网烟罩
3800x1300x600mm
Custommade-local
1
2.08
WallShelf,1tier
单层靠墙货架
1600x350
custommadelocal
1
2.09
HeatLamp
电热食物保温灯
GRAH-48HATCO
3
2.10
WallFlashing
不锈钢封墙板
3800x1200mmcustommadelocal
1
2.11
Spaghetticooker,electric煮面机
OMFE4090
OZTI
1
2.12
InductionWokw/counter6rings
不锈钢桌
2200x750x800custommadelocal
1
2.13
Backcounterw/sink
后备操作台
2200x750x800custommadelocal
1
2.14
U/Crefrigerator,1sect,冰箱
Localmadeselfcontained
1
2.17
HandsinkwithSoap&TowelDispenser洗手槽配洗手液,擦手纸
450x380x670mmcustommade
3
MENUASSIGNMENT
菜单组成
ALACARTEMENU–BREAKFAST,LUNCH&DINNER
菜单-早餐,午餐和晚餐
∙AllOrientalNoodles中式面条
∙AllCongeeVariants所有类型的粥
SERVICESTYLE服务方式
∙CounterTypeServiceAlaCarte点单
∙Scoop-As-Order排队自选
SERVICEWAREREQUIREMENTSTOBEPROVIDEDBYADEN
提供餐具
●NoodleBowls面碗
●PlateLiners–10-12”diameters十寸餐盘
●Chopsticks筷子
●ChineseSoupSpoons中式汤勺
●ServiceTrays餐盘
EHSREQUIREMENTS
EHS建议
●FireExtinguishers灭火器
●TrashBinswithCovers带盖垃圾桶
●PPEandStandardHygieneUniformsforallstaff向员工提供PPE及符合卫生规范的制服
STATIONNAME
服务线名称
WESTERNSETMENUSTATION
西餐档口
HOURSOFSERVICEOPERATIONS服务时间
BREAKFAST
7:
00to9:
30AM
早餐
7:
00to9:
30AM
LUNCH
11:
00to13:
30PM
午餐
11:
00to13:
30PM
DINNERNOTPROVIDE
不提供晚餐
DRAWING图纸
LISTEDEQUIPMENTTOBEPROVIDEDBYGE
GE提供的设备名单
CODE
编号
EQUIPMENT
设备
SPECS
规格
QTY
数量
3.01
CounterWesternGrill
西餐台面
Nospecifiedspecs
1
3.02
GlassShelfSneezeGuard玻璃口水罩
1400x450x520mmH
CustomMade
(w/HeatLamps–2.09)
1
3.03
MobilePlateDispenser
食物加热板
GRSBF-48-S
HATCOBrand
(unheated)
2
3.04
HeatedDisplayShelf
加热展示架
HATCO
2
3.05
Reach-InFreezer,1sect单层冰箱
630x750x1945mmselfcontained
1
3.07
BackCounterw/Sink
不锈钢单星盆工作台
2000x750x800custommade
1
3.09
Charbroiler(Electric)
扒炉
OGP8075N
Counterunit
1
3.10
SalamanderBroiler(Electric)烤面包机
OS200OZTI
Wallmounted
1
3.11
Griddle(Electric)
煎板炉
OGP8075
OZTICOUNTERUNIT
1
3.11
LowBoyRefrigeratorw/drawer三抽屉式冰箱
1800x750x500mmlocalmade
1
3.02
HeatLamp电热食物保温灯
GRAH48
HATCO
1
3.15
Fryer(Electric)
炸炉
OFE-101
HennyPenny
2
3.17
WallShelf,1tier
单层靠墙货架
2000x350mm
Custommade
1
3.18
WallFlashing不锈钢封墙板
3800x1200mm
Custommade
1
MENUASSIGNMENT
菜单组成
ALACARTEMENU–BREAKFAST,LUNCH
∙WesternBreakfastSetMenu
∙WesternLunch
点菜式-早餐、午餐
*西式早餐定食
*西式午餐定食
SERVICESTYLE/CONCEPT
服务模式
∙CounterTypeServiceAlaCarte点单模式
∙Made-to-Order–Breakfast早餐自选点单
∙Scoop-As-Ordered–Lunch午餐定食和点单
SERVICEWAREREQUIREMENTSTOBEPROVIDEDBYADEN餐具提供
●LunchSetMenuPlates10-12”10-12寸小盘
●LunchSideSaladDishPlate–4-6”4-6寸色拉盘
●LunchSoupBowl–3-4oz.capacity3-4盎司汤碗
●Spoon,Fork,Knife勺、叉、刀
●ServiceTrays餐盘
EHSREQUIREMENTS
EHS要求
●FireExtinguishers灭火器
●TrashBinswithCovers带盖垃圾桶
●PPEandStandardHygieneUniformsforallstaff员工穿着PPE和符合卫生要求的制服
STATIONNAME
服务线名称
CHINESESETMENUASTATION
中式套餐A
HOURSOFSERVICEOPERATIONS服务时间
LUNCH午餐
11:
00to13:
30PM
DRAWING
图纸
LISTEDEQUIPMENTTOBEPROVIDEDBYGE设备名单
CODE
编号
EQUIPMENT
设备
SPECS
型号
QTY
数量
4.01
CounterWesternGrill
Nospecifiedspecs
1
4.02
GlassShelfSneezeGuard
玻璃口水罩
1400x450x520mmH
CustomMade
(w/HeatLamps–2.09)
1
4.03
MobilePlateDispenser
活动式双头碟机
OTDN1050–
OZTIBRAND
(unheated)
1
4.04
Drop-inhotfoodunit,4-well嵌入式四格保温槽
HATCO
1
4.05
Reach-InFreezer,1sect冰箱
630x750x1945mmselfcontained
1
4.06
U/Crefrigerator,2-sect台下型双门平台冰箱
GRFHS-PT26
HATCO
1
4.07
BackCounterw/Sink
不锈钢单星盆工作台
2000x750x800custommade
1
4.09
Charbroiler(Electric)
电子烤炉
OGP8075N
Counterunit
1
4.10
Handsink挂墙式不锈钢单星洗手消毒盆台
OS200OZTI
Wallmounted
1
4.11
Griddle(Electric)
电子煎饼锅
OGP8075
OZTICOUNTERUNIT
1
4.13
ExhaustVentilator不锈钢脱排油网烟罩
GRAH48
HATCO
1
4.15
HeatLamp电热食物保温灯
OFE-101
HennyPenny
2
4.17
WallShelf,1tier
挂墙式单层货架
2000x350mm
Custommade
1
4.18
WallFlashing
不锈钢墙封板
3800x1200mm
Custommade
1
MENUASSIGNMENT
菜单组成
∙ChinesesetmenuA中式A套餐ChineseDimsum&
*Chinesesetmenu
SERVICESTYLE/CONCEPT服务模式
∙Scoop-As-Order定量定食
SERVICEWAREREQUIREMENTSTOBEPROVIDEDBYADEN餐具提供
●ServiceTrays餐盘
●PlateLiners–10-12”diameters十寸餐盘
●Chopsticks筷子
●ChineseSoupSpoons中式汤勺
EHSREQUIREMENTS
EHS要求
●FireExtinguishers灭火器
●TrashBinswithCovers带盖垃圾桶
●PPEandStandardHygieneUniformsforallstaff员工穿着PPE和符合卫生要求的制服
STATIONNAME
服务线名称
CHINESESETMENUBSTATION
中式B套餐
HOURSOFSERVICEOPERATIONS
服务时间
LUNCH午餐
11:
00to13:
00PM
DRAWING
图纸
LISTEDEQUIPMENTTOBEPROVIDEDBYGE设备名单
CODE
编号
EQUIPMENT
设备
SPECS
型号
QTY
数量
6.01
Counter台面
Nospecifiedspecs
1
6.02
GlassShelfSneezeGuard口水罩
1400x450x520mmH
CustomMade
(w/HeatLamps–2.09)
1
6.03
MobilePlateDispenser
可移动分盘器
OTDN1050–
OZTIBRAND
(unheated)
1
6.04
HeatedDisplayShelf
嵌入式食物保温板
HATCO
1
6.05
Reach-InFreezer,1sect冰箱
630x750x1945mmselfcontained
1
6.06
FoodWarmerCounterTop,Electric
电子食品加热台
GRFHS-PT26
HATCO
1
6.07
Stainlesssteeltable
不锈钢工作台
2000x750x800custommade
1
6.09
Charbroiler(Electric)
烤肉机
OGP8075N
Counterunit
1
6.10
SalamanderBroiler(Electric)
电子烤炉
OS200OZTI
Wallmounted
1
6.11
Griddle(Electric)
电饼档
OGP8075
OZTICOUNTERUNIT
1
6.12
LowBoyRefrigeratorw/drawers
冰箱
1800x750x500mmlocalmade
1
6.13
HeatLamp
电热食物保温灯
GRAH48
HATCO
1
6.15
Fryer(Electric)
电炸炉
OFE-101
HennyPenny
2
6.17
WallShelf,1tier
挂墙式单层货架
2000x350mm
Custommade
1
6.18
WallFlashing
不锈钢墙封板
3800x1200mm
Custommade
1
MENUASSIGNMENT
菜单组成
CHINESESETMENULUNCH
中式套餐
SERVICESTYLE/CONCEPT服务模式
∙CounterTypeServiceSetMenu自选定食
∙Scoop-As-Order定量供应
SERVICEWAREREQUIREMENTSTOBEPROVIDEDBYADEN餐具提供
●ServiceTrays餐盘
●DishPlates小餐盘
●SoupandRiceBowls小碗
●Chopsticks筷子
●ChineseSoupSpoons勺子
EHSREQUIREMENTS
EHS要求
●FireExtinguishers灭火器
●TrashBinswithCovers带盖垃圾桶
●PPEandStandardHygieneUniformsforallstaff员工穿着PPE和符合卫生要求的制服
STATIONNAME
服务线名称
CHINESEALACARTEMENUSTATION
零点服务区
HOURSOFSERVICEOPERATIONS
服务时间
LUNCH午餐
11:
00to14:
00PM
DINNER晚餐
17:
00to19:
30PM
DRAWING
图纸
LISTEDEQUIPMENTTOBEPROVIDEDBYGE设备清单
9.01
COUNTER(SUSHI)(餐台)
1
9.02
DROP-INREFRIG.MERCHANDISER(嵌入式玻璃冷藏展示柜)
1500*600*620Hmm
4
9.04
TRASHCONTAINER(垃圾箱)
2
9.06
GLASSSHELFSNEEZEGUARD(玻璃口水罩)
1500*450*520mmH
2
9.10
PLATEDISPENSER,MOBILE(活动式双头碟机)
2
9.11
U/CREFRIGERATOR,2-SECT.U/C(台下型双门冰箱)
1200*750*800mmH
2
9.12
U/CHOTHOLDINGCAB'T,MOBILEU/C(活动式台下型保温热柜)
3
9.13
DROP-INHOTFOODUNIT,3-WELL(嵌入式三格保温槽)
3
9.14
HEATLAMP(电热食物保温灯)
3
MENU
菜单组成
CHINESEALACARTEMENULUNCH&DINNER
中餐零点午餐和晚餐
SERVICESTYLE/CONCEPT
服务模式
∙CounterTypeServiceAlaCarteMenu零点
∙Scoop-As-Order定量供应
SERVICEWAREREQUIREMENTS
餐具提供
●Dishplates小餐盘
●Soup&ricebowls小碗
●Chopsticks筷子
●SoupSpoon汤勺
EHSREQUIREMENTS
EHS要求
●FireExtinguishers灭火器
●TrashBinswithCovers带盖垃圾桶
●StandardHygieneUniformsforallstaff员工穿着符合卫生要求的制服
STATIONNAME
区域名称
PIZZA&PASTAMENUSTATION
批萨&意面档口
HOURSOFSERVICEOPERATIONS服务时间
LUNCH午餐
11:
00to13:
30PM
DRAWING
图纸
LISTEDEQUIPMENTTOBEPROVIDEDBYGE设备清单
8.01
COUNTER(DELI)(餐台)
1
set
8.02
UVCONTROLPANEL(紫外控制板)
1
set
8.03
GLASSSHELFSNEEZEGUARD(玻璃口水罩)
1
set
8.04
HEATEDDISPLAYSHELF(嵌入式食物保温板)
2
set
8.05
DELICASEW/POLYBOARD(熟食箱带塑料板)
1
set
8.06